Front Desk Manager

Located on the sun-drenched Kohala Coast, on sacred land marked by royal fishponds, natural lava plains, lush tropical gardens, and alluring beaches, Mauna Lani – meaning “mountain reaching heaven” – is an inspiring spiritual haven, defining a new era of experiential luxury on the Island of Hawaii. A resort for the generations, with contemporary guest rooms, suites, and private residences, Canoe House oceanfront dining, three distinct pools, a signature spa and wellness haven, and Kainalu Ocean Sports program, set the tone for transformational experiences and enriching cultural immersion.

Follow Mauna Lani on Facebook and Instagram @Mauna Lani Auberge

The base salary for this position is $90k annually.

Join our team as The Front Desk Manager and serve the needs of the business, our guests, and our team members alike. This role will oversee all aspects of Front Desk ensuring that the quality of service meets the resort’s standards. Working at Auberge requires a pursuit of excellence in luxury service delivery, and this role will be responsible for ensuring that all guests are delighted by the quality, creativity, and variety of offerings within the hotel.

The Front Office Manager will lead with our ENRICH values thereby creating and supporting a cohesive team and will be key in building interdepartmental collaboration.

KEY RESPONSIBILITIES

Oversee day-to-day hotel operations within the Front Desk (to include Guest Service Agents, Rooms coordinator, and Resort Assistant Managers)

Oversee the arrival and departure experiences of guests; manage flow of front desk during high volume and group activity; support service recovery needs of guests

Assist the Director of Front Office with the monitoring of the performance of the hotel through verification, maintenance, and analysis of OPERA and ALICE.

Work as an active member of the management team. Creating professional relationships and active involvement with all hotel operations, including but not limited to; daily, and weekly management meetings, and support to all team members, including Manager on Duty Shifts.

Partner with various other departments like Housekeeping, Concierge, and Food & Beverage to ensure guest satisfaction

Maintain product and service standards in line with AU standards expectations by conducting ongoing evaluations and investigating complaints.

Perform duties related to guests of note:
Review group resumes, coordinate amenity delivery, inspect accommodations, extend personal welcome, etc.

Recruit and provide training to staff in service standards, ENRICH values and technical standards.

Scheduling and payroll management

Maintain the training program and ensure it is being followed and each new Team Member is trained to the hotel's standard.

Coaching, counselling, performance reviews and team member check ins.

Ability to coordinate multiple activities with attention to detail and follow through

Ability to take on new responsibilities and roles as the position demands.

Ability to work independently, with minimal supervision.

Excellent written and communication skills in polished business English.

Minimum of two years as a Front Office/Concierge or Guest Services Supervisor/ Associate for a luxury hotel.

Bachelor's Degree or Certification in Hospitality Management or related field.

Previous management experience required, preferably in a luxury setting in an active union property

Full Time Management Position requires full flexibility, including the ability to work weekends and holidays and a varied schedule, based on operational needs.

Experience with Opera Cloud

Genuine affinity for interacting meaningfully and positively with all Team Members and Guests.

Self-confidence and leadership skills.

Excellent service, etiquette, and protocol skills and knowledge.

Familiarity with the surrounding area, its geography, recreation opportunities, restaurants, events, sights, and other places of interest.

Preferred experience with ALICE, OnTrack, ADP, Birchstreet, and Google suites

Auberge Collection is a portfolio of extraordinary hotels, residences, and private clubs. While each property is unique, all share a…